Agent - Customer Support

Job Title - Agent - Customer Support(English Speaking)
Working model - 6days,(1day rotational week off)Team - you will join the Customer Support team within the CS department.Level - Entry - Mid Level

Key Responsibilities:

• Handle inbound and outbound customer interactions.
• Respond to customer queries through voice, chat, email, or social media.
• Understand customer concerns and provide appropriate resolutions.
• Resolve complaints and service-related issues within defined TAT.
• Provide accurate information regarding products, services, orders, payments, or processes.
• Maintain proper records of customer interactions in CRM systems.
• Escalate complex issues to the appropriate team when required.
• Follow defined customer service processes, scripts, and quality standards.
• Achieve assigned KPIs such as AHT, CSAT, FCR, quality score, and productivity.
• Follow up with customers to ensure satisfactory resolution.
• Maintain a professional and customer-friendly communication style.
• Adhere to company policies, data privacy, and compliance requirements.